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A great platform with actionable insights and amazing customer support
Updated June 30, 2023

A great platform with actionable insights and amazing customer support

Matthew Gardner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gong

Gong is our go-to for call recording on Zoom along with playback, sharing, call review, and pipeline analysis based on calls and emails. It provides analytics on stalled deals as well as hosting our training videos internally and allowing for collaborative call feedback and scoring. It has limitless storage and the recordings are great, transcriptions save time, and employees love the automated to-do lists. Update: The new AI notification flags they added are also amazingly helpful to our Sales and CS orgs.
  • Call recording
  • Call analysis
  • Transcription
  • Customer support
  • Pipeline warnings
  • Tracking to-dos
  • AI trackers
  • Hubspot integration
  • Reminders when calls are not being recorded
  • Working without Zoom recorder
  • Time savings
  • Higher win/renewal rate
  • Earlier notice of churn potential
  • Deal tracking
Amazingly usable and simple. The automated emails give you most of what you need and dashboards are simple to follow. The automatic intake of events and emails is way better than Hubspot's.
Great insights! Pipeline at-risk warnings are good as well as insights on what to do after a call so we don't have to keep crazy notes.
The AI trackers are very insightful in terms of early warnings for things that may go wrong in deals or renewals.

As well, just listening to call reviews or auditing for keywords can help take pulse checks on the market or customer base at large.
  • Zoom
We used to use Zoom recordings but they don't compare, we also had to spend a ton on extra storage while Gong is unlimited. In my opinion, Zoom provides no insights, no ability to score calls, no collaboration, poor sharing, etc.

Do you think Gong delivers good value for the price?

Yes

Are you happy with Gong's feature set?

Yes

Did Gong live up to sales and marketing promises?

Yes

Did implementation of Gong go as expected?

Yes

Would you buy Gong again?

Yes

Needed: Larger/scaling teams BDR/AE/AM/CSM teams Call review is required Transcriptions are needed Not needed: Small teams of 1-2 Small teams who do not review calls or complete forecasting

Gong Support

Our CSM at Gong worked with us from pilot into implementation and he was, and continues to be, the best (shoutout Chip)! Everyone at Gong is incredibly helpful and works to understand your business and needs.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
I don't think it's an option, we have dedicated Success and Support access.
During implementation, before Gong was focusing on CS, their team worked with my team 1 on 1 to get use cases that resonated hammered out which led to strong buy in.

Using Gong

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Listen to a recording
  • Score or feedback on a call
  • Deal analysis for customer success
Yes - Very well. They have fully native apps that are snappy and easy to use.